With the increase in digitalization, the contact center’s operation has transformed positively. Likewise, the customer expects faster and improved service. Agents are a crucial component of contact center businesses. They are trained to understand customer issues and provide top-notch customer service. Therefore, frontline customer service agents must be empowered with the necessary skills.

Do you want to train new contact center agents and improve customer service?

Training new agents is challenging but fruitful. You can follow best practice strategies to provide adequate training to your agents. Proper training will help the agents handle the increase in inbound calls, complex issues, and angry customers, ensuring a helpful customer experience. 

This blog provides comprehensive tips for mastering the art of training new contact center agents. These tips will ensure your agents’ positive growth and deliver outstanding customer service.

Let’s get started. 😎

Understanding the Role of Contact Center Agents

Understanding the Role of Contact Center Agents

Contact center agents are skilled professionals who handle incoming and outgoing calls to provide support, generate leads, boost sales, and ensure improved customer experience. The contact center agents must always stay alert to help customers with similar queries or extraordinary problems. 

Here are a few key roles and responsibilities of the contact center and they are:

A. Respond to inbound queries

The agents’ primary responsibility is responding to customer inbound queries via multi-channel platforms such as phone calls, chat, or social media. The queries may include business-related information or seasonal, promotional, or sales-related questions.

It’s the agent’s duty to communicate effectively with customers and provide practical solutions to various queries within a time frame.

B. Ensure a smooth order process

The agent’s effectiveness in the order process will impact the business’s revenue. Therefore, the agents must be confident in promptly answering queries about features or product warranties. 

In addition to a smooth conversation, your agent is responsible for helping the customer with the refund, exchange, or replacement process.

C. Tackle complaints and escalation 

The agents handle outraged customers by addressing their complaints and providing customized service.

It is essential to give new contact center agents sufficient training to improve their communication skills and help them stay updated with industry trends.  Additionally, investing in agent training will ensure outstanding customer service in a call center.   

Training Preparation for New Contact Center Agent

Training Preparation for New Contact Center Agent

It is vital to provide adequate coaching to new employees, which enhances the agent’s morale and retention. In the coaching session, the agents will learn to use specific tools or software used in a call center, as well as communication skills. 

This helps the agent be a responsible customer service representative who can easily handle the increased incoming calls or any conflict to ensure the call center’s smooth running. 

 The additional reasons to train the agents are:

  1. To keep up with the latest industry trends.
  2. To handle customer interaction more efficiently.
  3. Boost employee morale and productivity.

Essential Training components

Here are a few tips to teach your call center agents to provide exceptional customer service.

1. Product and service knowledge

As representatives of customer service, agents must have a comprehensive understanding of the service they provide to address customers’ inquiries. 

Additionally, they must also be educated about the company’s service, features, benefits, pricing, or policies to offer outstanding customer service. Irrelevant information can turn customers away.

2. Communication skills enhancement

The agent must be well-trained to maintain a positive attitude even when dealing with a frustrated customer. They must practice active listening to address customers’ queries or feedback. 

Additionally, they must be trained to be empathetic and modify their tone and speech accordingly to become skilled at interacting with consumers. Such skills help build strong relationships with customers.

3. Customer service Techniques

As customer service representatives, the agents must be educated to respond respectfully and kindly to each customer, even if they are not. It is the agent’s responsibility to handle the customer’s issues effectively in any circumstances. 

4. Time management skills

Coach your customer service agent to prioritize the task in the to-do list or, based on urgency, to meet the deadlines. Encourage them to set achievable goals or prevent overworking to maintain higher productivity. 

Focusing on these areas, the agent can manage the time to provide top-notch customer service.

5. System and tool familiarization

Multiple advanced tools and software, such as CRM and help desk software, are used in the call center. The newly hired agents must have adequate knowledge of these tools to address customer queries effectively.

Additionally, the agents must be familiar with the company’s system, such as rules and regulations, to ensure outstanding customer service by staying within the organization’s boundaries and meeting its expectations.

Tips to Train New Contact Center Agents: Effective Training Strategies

Tips to Train a New Contact Center Agent

There are multiple training practices the call center leader can implement to coach the agent effectively. The method includes:

I. Interactive Training Methods

The call center supervisor is responsible for providing an engaging and interactive learning experience. To foster this interactive session, the agent must be offered multimedia elements, such as training videos, and engage them in team-building activities. These activities help the agent cope with the new dynamic learning environment. 

II. Role-Playing Exercise

The supervisor can take different actions to help the customer prepare for unexpected scenarios. For example, the customer can act angry or distressed while the agents try to calm them by providing an effective solution.

Also, the agents and managers can switch roles. Managers can take the lead in addressing such issues so that the new agents can learn from them.  This approach helps to demonstrate empathy and active listening skills, which are essential for agents.

III. Shadowing Experienced Agents

Shadowing experienced agents is part of the onboarding process. After the new agents receive essential training, they shadow management team members. The agents will gain insight into how tasks are performed and how to interact with clients or customers through the manager’s actions. This learning from an experienced manager or mentor approach will last about two to four weeks.

IV. Continuous Feedback and Evaluation

Provide continuous feedback by evaluating agents’ customer interactions based on recorded phone calls, emails, or chats. This gives insight into an agent’s progress. 

Also, create an open environment where new agents can ask queries and provide constructive feedback on their training experience, identifying areas for improvement.

👉 Also read: How to Choose a Co-Browsing Solution for Your Contact Center?

Addressing Common Challenges

Addressing Common Challenges

Training new customers is challenging, and the turnover rate is high. Therefore, designing a comprehensive training program that focuses on creating a positive working environment to develop new contact center customers is vital.

The common challenges and solutions while training the new contact center agent include:

1. Cultural and linguistic variations

Language barriers are common obstacles to effective communication in a multicultural contact center workforce. Therefore, the organization or supervisor must offer a cultural awareness workshop to help new agents understand and value other cultures’ viewpoints. 

2. High turnover rates

New agents are more likely to resign as they might feel pressure to meet the demanding nature of work. Therefore, to reduce the number of resignations, the organization must provide onboarding and ongoing support. Additionally, providing career advancement opportunities will help the business maintain the agent’s retention. 

3. Technology Issues

Only some agents are proficient with the newest technologies. The inexperienced agents might find contact center technology complex and require efficient guidance to use the system.  Providing hands-on training, user-friendly guidelines on how to use the system, and IT support will help overcome the technology issues.

4. Overload of information

The new agents might feel overwhelmed by the knowledge they need to acquire to work as contact center agents. They might also feel stressed to absorb all information in a short period, which could increase turnover rates.

Therefore, prioritize providing the most essential skills to the agent and divide the training into manageable sections. They should also be provided with resources for independent learning. 

Measuring Training Effectiveness

Different key performance indicators measure and improve the performance of the contact center. These include:

  1. Quality monitoring and control metrics
  • First call resolution (FCR): A metric that measures the ability to resolve customer queries during the first call without follow-up calls.
  • Customer satisfaction (CSAT): It is a key performance indicator used to evaluate how happy customers are with an organization’s products or services.
  1. Handling time metrics
  • Average Handling Time: This metric measures the average time the agents take to handle a single customer interaction from the start of the call to its conclusion, including total after-call tasks. The interactions include talk time, hold time, and after-call work time.
  1. Schedule adherence metrics

 It is an agent performance metric that measures whether agents complete their assigned daily tasks at the right time. 

  • Average speed of the answer: It measures the average time taken by the agent to connect to the customer
  • Service level: The percentage of calls answered within a specific time.
  • Interactions per issue: This measures the agent’s efficiency in handling complex customer problems by keeping track of the number of calls required to solve the issues.
  • Dial transfer rate: It measures the time taken to route the calls to the correct department or agents that are bound to affect the customer experience


Well-trained agents can improve customer experience by providing fast and accurate information. They can solve complex customer issues, demonstrate empathy, and frequently offer top-notch customer service, which will increase the customer satisfaction score. Outstanding customer service will also reduce agent turnover. Therefore, the business should invest in training the contact center agents. Furthermore, the company should invest in contact center cutting-edge tools and technologies to enhance customer engagement and reduce the agents’ workload. 


What makes a successful contact Center?

A customer-centric contact center that employs suitable agents with excellent communication and problem-solving skills and appropriately uses advanced technologies makes a thriving contact center. 

How do I become a successful call center agent?

To become a successful call center agent, you can evaluate your typing speed, active listening, problem-solving, and communication skills. You also need technical knowledge and skills to use contact center tools.

What are the skills needed to be a good contact center agent?

The skills required to be a good contact center agent are:

  1. Effective communication skills
  2. Ability to handle pressure
  3. Problem-solving skills
  4. Technical skills 

How do you pass call center training?

Here are a few tips to pass the training.

  1. Maintain your attendance
  2. Follow the English-speaking policy.
  3. Get enough rest after training.
  4. Make notes to write down the essential lesions or tips.
Prasanta Raut

Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.

Prasanta Raut

Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.